Summary
Overview
Work History
Education
Skills
Timeline
Generic

MAHIMA SINGH

Chennai

Summary

Customer Service Associate with extensive experience in account management and retail operations, specializing in technical troubleshooting for Amazon devices. Demonstrated ability to resolve complex issues and guide device setup, ensuring high levels of customer satisfaction.

Overview

1
1
year of professional experience

Work History

Customer Service Associate

AMAZON
Chennai
10.2024 - Current
  • Delivered end-to-end customer support for account changes, retail orders, and policy-related inquiries, ensuring 100% compliance with Amazon guidelines while maintaining a high standard of professionalism and empathy.
  • Resolved a wide range of technical issues for Fire TV, Fire Stick, and Echo Dot devices, including setup failures, app errors, pairing issues, and connectivity concerns, by providing clear step-by-step troubleshooting tailored to customer needs.
  • Assisted customers with device installation, configuration, firmware/software updates, and Wi-Fi/network connectivity, resulting in improved first-call resolution rates and reduced repeat contacts.
  • Accurately documented all customer interactions, issue details, and resolutions in CRM and ticketing systems, enabling effective case tracking, data analysis, and process improvement initiatives.
  • Partnered with internal technical and escalation teams to resolve advanced cases, ensuring timely solutions for high-priority issues and enhancing the overall customer experience.
  • Consistently achieved and exceeded Customer Satisfaction (CSAT) goals, SLA targets, and quality monitoring standards, contributing to team performance and organizational success.
  • Demonstrated strong problem-solving, active listening, and communication skills to de-escalate conflicts, manage difficult interactions, and deliver customer-first resolutions.

IT Help Desk Agent

SUTHERLAND
CHENNAI
  • Delivered customer support across voice, chat, and email channels, assisting clients with account queries, billing issues, and product/service information with accuracy and professionalism.
  • Handled account modifications, order status updates, and billing clarifications, ensuring adherence to client policies and delivering a smooth customer experience.
  • Resolved technical issues including software/application troubleshooting, login/authentication errors, and connectivity problems by walking customers through structured solutions.
  • Guided customers through product setup and configuration, offering step-by-step support to minimize downtime and maximize usability.
  • Maintained accurate documentation of cases in CRM tools, enabling proper follow-up, escalation handling, and continuous process improvement.
  • Collaborated with internal technical teams and escalation units to address complex or unresolved issues, ensuring quick and effective resolution.
  • Consistently met and exceeded key performance metrics (KPIs) including CSAT, SLA adherence, average handling time (AHT), and first-contact resolution (FCR).
  • Demonstrated strong active listening, empathy, and conflict resolution skills to de-escalate challenging interactions while maintaining a customer-first approach.

Education

M.Tech - Biotechnology

SRM INSTITUTE OF SCIENCE AND TECHNOLOGY
CHENNAI

B.Tech - Biotechnology

MGR UNIVERSITY
CHENNAI

Skills

  • Customer Service & Account Management
  • Retail Operations & Policy Adherence
  • Technical Troubleshooting (Fire TV, Fire Stick, Echo Dot)
  • Device Setup, Configuration & Connectivity Support
  • Customer Relationship Management (CRM) Tools
  • Ticketing & Escalation Management
  • Documentation & Case Logging
  • Conflict Resolution & Complaint Handling
  • Effective Communication & Active Listening
  • Problem-Solving & Analytical Thinking

Timeline

Customer Service Associate

AMAZON
10.2024 - Current

IT Help Desk Agent

SUTHERLAND

M.Tech - Biotechnology

SRM INSTITUTE OF SCIENCE AND TECHNOLOGY

B.Tech - Biotechnology

MGR UNIVERSITY

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